Johan's Furnishing

OK. We seem to have a bit of a different experience here. *** As well there are inaccuracies such as the customer claiming the freezer was received in non-working order.

As to working order, we have two professional delivery staff that both report when it was delivered, it was in good working order. The delivery receipt is also signed by the customer acknowledging it was received in good working order. Finally the customer did not contact us until Dec 6... which is 11 days after delivery of a freezer that was allegedly delivered in non-working order. Further when the customer called us, she said she called us because she was not happy with the manufacturers response***
On the morning of December 7, *** who took the customer's phone call, came to me in bit of a panic. He was upset that the customer was so upset, and that he had been unable to contact the repair technician that was assigned by the manufacturer to service the customer's freezer. *** wanted to see if he could get the repair technician to make a special expedited service call to the customer. I was able to reach the repair technician via ***, and was successful in arranging special expedited same-day service for our customer.

That very same afternoon the customer along with *** entered our store and spoke with our salesperson and ***. The customer reported the repair technician was out that afternoon, and that that the freezer was unrepairable and would need to be replaced by the manufacturer (under the manufacturer's warranty program). The customer had contacted the manufacturer's service, and a replacement was approved, but the customer claimed that the replacement would not arrive for two weeks which the customer felt was totally unacceptable *** The salesperson and *** tried to explain that we first have to get authorization from the manufacturer, and that we did not have extra quantity of that particular freezer model in stock. *** the salesperson came to get me to try to diffuse the tension and see if we could help in any way.

I spoke with our salesperson, and decided that we would either offer a loner freezer until the replacement arrived, or we could offer our brand new unused floor display model. However there are several problems with just giving a new unit from our inventory: First, the manufacturer warranty stipulates that we are in all cases to wait first for authorization from the manufacturer; Second, the manufacturer will often ship replacement units directly to the customer's home (so we would have the extra work and risk of trying to pick up the replacement from the customer); And third the manufacturer may send a refurbished unit, which means after giving the customer our new unit, we could end up getting a refurbished unit back with no warranty. Regardless we did want to satisfy the customer so I made the offer for a *** delivery fee, and waived the removal fee. I thought this was a terrific offer considering we would have to arrange for a couple of delivery men to come in that evening for a special emergency rush delivery to the customer's home, *** Remember too that the manufacturer already agreed to replace the freezer and we are not supposed to be involved according to the warranty terms.

I made this offer to the customer***

***

I tried to explain again. I was also going to offer free delivery if it was that big of a deal, but I could not bet a break in ***

*** the factory is going to replace it for you. And here I am offering you our floor model so you can have a freezer today". The salesperson also tried to explain how we were trying to help.

*** The customer finally left.

***

At 5:30 that same day the customer called the store again and continued to make threats to our salesperson, and how they were going to report us *** and the Revdex.com.

*** I called the customer Sat Dec 9 to personally apologize for my manner in responding to them. The customer said she appreciated the call, but she now wants a full refund. She said she got her old freezer back from the landlord and no longer wants the new freezer. I told the customer I would first have to contact the manufacturer and see how they are handling the exchange ( will it go to the customer's home, or our store? Will it be a refurb? What warranty would be on the replacement? etc.) I told the customer I would get back to her with an answer after I got this info.

On Monday Dec 11 after speaking with the manufacturer, I called the customer to give her an update, but the customer cut me off saying she wanted a full refund. ***
Since the manufacturer is willing to replace the freezer for the customer, and since the customer is now refusing to speak with me,*** I do not see how we can possibly resolve this issue. We already went way out on a limb offering our new unused floor model to the customer, not knowing what we would get back (if anything). Therefore, we are not willing to provide any refund to the customer. If the manufacturer has not already contacted the customer to arrange replacement of their freezer, it is now the customer's responsibility to follow up with the manufacturer on this offer.

As a last-ditch show of good faith, since the customer says they have their old freezer back, if the customer can get the new (non-refurb) freezer replacement to our store, still boxed and unopened, and in good working order with full factory warranty, we will allow 75% of its value as credit towards other in-store purchase. We can also pick up for a *** fee. This offer ends Dec 30 2017 and may be rescinded any time.